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Lilly Lilly Innovation Labs – Strategic Service Delivery Manager in Indianapolis, Indiana

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Organization Overview:

This position will provide technical and infrastructure site services oversight for the Lilly Research Labs (LRL) Innovation Labs. The position will interface with business leaders for the sites, LRL leads and interface back to Information and Digital Solutions (IDS) Services including Global Networking Services (GNS), Workforce Collaboration Services (WCS), Mergers Acquisitions Divestitures Special Projects (MADS) and Information Security (InfoSec). The position will provide leadership and oversight for the vendor (AT&T) support teams and other third parties. Close management of Service Level Agreements (SLA’s) and vendor management will be critical. Potential future contract adjustments may be necessary.


  • Develop and drive strategic service vision Oversight of vendor and managed service contract delivery. Ownership of IT Service Offerings Manage Licenses & Maintenance Business Partner/Client Experience

  • Develop a plan for “full-service” vendor managed engagement with appropriately balanced considerations of the specialized business need and established architecture strategies, processes and standards.

  • Lead (in partnership with LRL and Procurement) effort to define requirements for planned LGL locations, identify capable vendors and execute fully managed contract.

  • Oversight of vendor and managed service contract delivery.

  • Define integration points with service groups and plan to maintain alignment with software & hardware versions, and architecture directions.

  • Provide oversight for Managed Service Provider (MSP) and onsite support resources

  • Escalation for items MSP cannot resolve; pull in Lilly resources as needed and own/facilitate resolution

  • Review and manage SLAs and adjust as needed

  • Define service level, monitoring.

  • Define and create an operational governance structure.

  • Drive improvements by reviewing service provider's improvement plans to ensure the service improvement plan addresses root cause effectively.

  • Drive cost efficiency into the delivery of the service.

  • Perform capacity and demand planning with the service provider - Forecast business demand new capabilities.

  • Drive resolution of major outages by influencing the service provider's recovery and permanent fix plans.

  • Ownership of IT Service Offerings

  • Network management template for future sites

  • Tenant port/switch mapping and authentication

  • Tenant portal

  • Guest access

  • Remote access

  • Policies (network, AUP for guest and electronic resources)

  • Manage Licenses & Maintenance

  • DNA-C and network equipment

  • Firepower Management

  • Threat Defense and URL

  • ISE

  • Cisco Umbrella

  • DUO

  • AnyConnect

  • Scan to Box and Email Apps on Xerox Printers

  • Robin room schedulers

  • Audio/Visual and print maintenance

  • Business Partner Experience

  • Manage new IT projects sanctioned at existing sites (circuit upgrades, server room buildout, etc.)

  • Assist with implementation of the network management template at future sites

  • Own and maintain all users guides for IT service offerings

Basic Requirements

  • Bachelor's Degree Information Technology related field

  • Comprehensive knowledge (3+ years) of Infrastructure services in scope, with specific knowledge of operations.

Additional Preferences:

  • Knowledge of business environment, service requirements and culture.

  • Strong vendor management experience. Ability to work with suppliers to ensure effective operations and agreed upon service levels.

  • Working knowledge of network services, processes, and supplier relationships.

  • Demonstrated ability to assess business partner/client needs, creatively approach solutions, decide and influence appropriate courses of action.

  • Experience of indirect management - managing by influence as opposed to positional authority

  • Demonstrated ability to define a program and breakdown phases and milestones to accomplish committed goals.

  • Working knowledge of Infrastructure, and LRL environments related to Infrastructure needs.

  • Ability to communicate a strategy and roadmap and gain alignment across technical colleagues and leadership.

  • Demonstrated interest in continual improvement across platforms and processes.

  • Project management experience

  • Proven negotiation and influencing skills

  • Strong collaboration and partnering skills

  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy-to-understand business terms to senior leaders

Additional Information:

• Travel 20%

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

As a condition of employment with Eli Lilly and Company and its subsidiaries in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide proof of vaccination satisfactory to the company. If you would like to request an accommodation for medical or religious reasons, you may do so at

At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world. How do we do this? We continue to look for ways to include, innovate, accelerate and deliver while maintaining integrity, excellence and respect for people.​ We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe!